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Unit 1
TT3170: QUALITY MANAGEMENT
Department of Textile & Clothing Technology
University of Moratuwa
At the end of this lecture you should have
an understanding of
what quality is and how it came about
the importance of quality and the
consequences of poor quality
Think of your last purchase. What did
you buy? What were the factors which
governed your choice?
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“that which belongs to something and
makes or helps to make it what it is;
characteristic element; any character
or characteristic which may make an
object good or bad; the degree of
excellence which a thing possesses.”
- Webster’s Dictionary.
Fitness for purpose - Joseph Juran
Conformance to requirements - Philip
Crosby
The total composite product and service
characteristics of marketing,
engineering, manufacturing and
maintenance through which the product
and service in use will meet the
expectations by the customer
-Armand Feigenbaum
“the totality of features and
characteristics of a product or service
that bear on its ability to satisfy stated
or implied needs”
– (ISO 8402 - which forms the basis for
ISO 9000)
“a systematic approach to the search for
excellence”
– American Society for Quality (ASQ)
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Manufacturer/ Provider
conformance to specifications
product characteristics
Customer
conformance to requirements
fitness for purpose
value for money,
The intentional quality that designers wish to
see produced in order to meet their
interpretations of the customer’s needs.
Based on the various attributes of the
product/service.
Measurement against each of these attributes
will enable assessment of whether or not the
intentional quality level has been achieved.
The degree to which the product when made
conforms to the original design
specifications.
Extent of achievability will depend in turn on
the various elements of manufacturing –
people, processes, equipment, incoming raw
material quality, etc.
Equates to Crosby’s idea of quality as
‘conformance to requirements’.
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Could a product conform to specifications
but still fall short of quality expectations?
“Total quality is an approach to doing
business that attempts to maximize an
organization’s competitiveness through
the continual improvement of the
quality of its products, services, people,
processes, and environments.”
– Goetsch & Davis
Customer Satisfaction
Goodwill
Cost
Reputation & Accreditation
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Sinking of the Titanic
Samsung Note 7
Deepwater Horizon Disaster
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Malaysian Airlines
Buwelikada Building Collapse
Takata Airbag
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Evolution of Quality Management
Inspection Salvage, sorting, grading, blending, corrective
actions, identify sources of non-conformance
Develop quality manual, process performance
Quality data, self-inspection, product testing, basic
Control quality planning, use of basic statistics,
paperwork control.
Quality systems development, advanced quality
Quality planning, comprehensive quality manuals, use of
quality costs, involvement of non-production
Assurance operations, failure mode and effects analysis, SPC.
Policy deployment, supplier & customer
TQM involvement, involvement of all operations,
TQM
process management, performance measurement,
teamwork, employee involvement.
“The application of a quality management
system in managing a process to achieve
maximum customer satisfaction at the lowest
overall cost to the organization while
continuing to improve the process.” – ASQ
Quality Glossary
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There are four main components of Quality
Management:
Quality Planning
Quality Assurance
Quality Control
Quality Improvement
Quality Planning
Preparation of a quality management plan
that describes the processes and standards
that will be used.
▪ Customer expectations
▪ Benchmarking
▪ Standards
▪ Processes
▪ Goals & Deadlines
Quality Assurance
The part of quality management focused on
providing confidence that quality
requirements will be fulfilled.
Quality Audits
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Quality Control
The activities and techniques to verify that
the product or service is in conformance with
the requirements.
Identify Defects/ Errors
Corrective Action
Quality Improvement
The purposeful change of a process to
improve the confidence or reliability of the
outcome
Continuous improvement in the light of what
is yielded from QA and QC
Review
Class Exercise – discuss the importance of the
given principles with examples from industry
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ISO defines seven principles of Quality
Management:
QMP 1 – Customer focus
QMP 2 – Leadership
QMP 3 – Engagement of people
QMP 4 – Process approach
QMP 5 – Improvement
QMP 6 – Evidence-based decision making
QMP 7 – Relationship management
Earlier listing (prior to 2019)
Customer focus
Leadership
People Involvement
Process approach
Systematic approach to management
Continual Improvement
Factual approach to decision making
Mutually beneficial supplier relations
1. Performance - Will the product/service do
the intended job? (Operating characteristics)
2. Features - What does the product do/
service give? (Additional characteristics)
3. Reliability - How likely is it that the
product/service will fail within a given time
period?
4. Conformance – To what precision does the
product/ service meet the specified
standards?
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5. Durability - How long does the product/service
last?
6. Serviceability - How easy is it to repair the
product /to solve the problems in service?
7. Aesthetics - What does the product/service
look/ smell/sound/feel like?
8. Perceived Quality - What is the reputation of
the company or its products/services?
1. Tangibles – availability of physical facilities,
equipment, personnel and communication
material
2. Reliability– ability to perform the promised
service dependably and accurately
3. Responsiveness – ability and willingness to
help customers and provide prompt service
4. Assurance – knowledge and courtesy, and
ability to convey trust and confidence
5. Empathy – ability to provide care and
individualized attention
How would you ensure that you achieve the
dimensions of quality?
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